Ellen Alegato
Summary
Professional with strong background in Quality & Process Excellence, Sales, Customer Service, Revenue and Distribution. Effective in delivering results through strategic planning and consistent implementation.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Quality Lead
UnitQ
06.2020 - Current
- Lead a team of Quality Hero's to ensure consistent performance that meets the company's standard
- Facilitated training on quality standards, system usage and best practices
- Implemented process improvements that resulted in increased productivity and accuracy score
- Analyzed user-written feedback and metadata for software quality issues
- Quality check bugs filed and support team through feedback of work completed
- Worked on special projects with engineering and product
Distribution Analyst
Kerzner International
06.2018 - 06.2019
- Managed online content of brand website and third party website
- Performed rate loading, ensure that rates, availability, and restrictions are accurate and that parity is maintained across all channels
- Created offers/promotions based on marketing brief, verify that they are displayed correctly on consumer sites
- Conducted audit, identify errors and analyse the issue then communicate with partners and relevant departments to address the issue on a timely manner
- Worked with team members, leaders and successfully launched the transition project from old Kerzner Central Reservation System to the new Synxis Central Reservation System
Reservation Specialist
Kerzner International
09.2014 - 05.2018
- Worked closely with guests to plan, choose and book their holiday by providing different packages and quotations; up sells special promotions and offers and closes the deal base on sale strategies; assists in every details of reservation such as dining, excursions and other guests activities via telephone, email and chat service
- Processed payments; dealing with guests and travel agents queries and complaints; meeting sales target of USD 3million per month while maintaining quality service and Key Performance Indicator (KPI)
- Prepared and sent out daily management report on call matrix and sales
Sales Agent – Restaurant Reservation
Atlantis The Palm
09.2013 - 08.2014
- Took all restaurant reservations made via phone or email, handling amendments and cancellations, prepares formal correspondence and sends confirmation of the bookings according to the standard of the department
- Handled group reservations and inquiries, maintains and improves performance as per the quality matrix, assists Team Leaders and Managers in preparing reports, promotes and upsells new products or events in Atlantis The Palm.
Accounts Receivable/Billing Rep.
MICROSOURCING
10.2012 - 05.2013
- Reviews client accounts and communicates with payer to determine claim status; ensures appropriate follow-up on all outstanding claims and identifies the appropriate actions necessary to facilitate reprocessing of denied/unpaid claims
- Communicates with patients to update demographic and insurance information, negotiate payment plans and collect on outstanding balances
- Maintains ongoing discussion with the team and staff responsible for other functions of the Revenue Cycle to determine claim disposition, necessary action for claim reprocessing, outstanding accounts and future collection efforts
Quality Compliance Analyst
EXL Service
12.2010 - 09.2012
- Delivered quality review and audit as per the process requirement; provide coaching and feedback to team members to enable them to improve their performance
- Handled internal and client escalations, provide inputs on process and system to the team members, ensure that the assigned targets are met / exceeded in accordance with Client and Internal standards, ensure that the quality of transaction is in compliance with predefined parameters as defined by Process Excellence.
- Reports to Operations, Managers and VP on a daily, weekly and monthly basis and discuss the Strengths, Weaknesses, Opportunities, Root Cause and Action items to be taken in order to enhance team work
- Facilitated group audit and self-audit technique to identify main problems and discuss solutions
Liens Specialist
EXL Service
06.2010 - 11.2010
- Reviews and provides analysis of workers compensation bills, determine if the claim is compensable, what was paid on a bill and the amount owed.
- Makes an outbound call and negotiate with lien claimants based upon determined range from lien analysis
Product Trainer Apprentice
APAC Customer Services Inc.
05.2009 - 04.2010
- Trained new hires and made daily reports to clients
- Successfully became a Certified Trainer at the account
Claims Adjuster
APAC Customer Services Inc.
03.2008 - 04.2009
- Did offline work in analysing and adjusting claims, discussed trending errors to supervisor and teammates, posting updates about claims work
Customer Service Rep.
APAC Customer Services Inc.
08.2006 - 02.2008
- Provides effective customer service to medical professionals in the US, handling inquiries such as benefits, claims, appeals, complaints and giving timely resolution to problems, became a Virtualized Agent receiving calls from 2 accounts of Anthem Blue Cross and Blue Shield.
Customer Service Rep.
CYBERCITY Teleservices Ltd
12.2005 - 07.2006
- Provide services to clients of a US base telephone company such as billing, enrolment, cancellation and reinstatement, increase number of customers by doing inbound sales; assist and give technical support to technicians of a cable company
Outbound Sales Rep.
INFLUENT
03.2005 - 04.2005
- Made interaction with customers and educate them with product and services, met sales target of 5 sales per day.
Office Clerk/Assistant
Metrobank
06.2004 - 03.2005
- Sorting/filing checks and bank documents, making sure that files are ready whenever needed by clients.
Education
Bachelor of Science - Computer Science
AMA Computer College
01.2004
Skills
- Quality & Process Excellence
- Revenue & Distribution
- Sales
- Reservations
- Training Delivery
- Coaching & Feedback
- Group Facilitation
- Customer Service
- Negotiation
- Multi-tasking
- Written & Verbal Communication
- Time Management
Certification
- Legend of the Month Nominee 2014, Atlantis The Palm
- Certificate of Appreciation for hard work/dedication in Quality Audit, EXL Service
- Top Performing Executive, EXL Service
- State of California Certification – Medical /Legal Reviewer, EXL Service
- LEAN Six Sigma Training, EXL Service
- Global Call Center Education Program, Clark Polytechnic Foundation Inc.
- Web Application, AMA Computer College
- Database Management System, AMA Computer College
- Current Trends in Information Technology, AMA Computer College
Timeline
Quality Lead
UnitQ
06.2020 - Current
Distribution Analyst
Kerzner International
06.2018 - 06.2019
Reservation Specialist
Kerzner International
09.2014 - 05.2018
Sales Agent – Restaurant Reservation
Atlantis The Palm
09.2013 - 08.2014
Accounts Receivable/Billing Rep.
MICROSOURCING
10.2012 - 05.2013
Quality Compliance Analyst
EXL Service
12.2010 - 09.2012
Liens Specialist
EXL Service
06.2010 - 11.2010
Product Trainer Apprentice
APAC Customer Services Inc.
05.2009 - 04.2010
Claims Adjuster
APAC Customer Services Inc.
03.2008 - 04.2009
Customer Service Rep.
APAC Customer Services Inc.
08.2006 - 02.2008
Customer Service Rep.
CYBERCITY Teleservices Ltd
12.2005 - 07.2006
Outbound Sales Rep.
INFLUENT
03.2005 - 04.2005
Office Clerk/Assistant
Metrobank
06.2004 - 03.2005
Bachelor of Science - Computer Science
AMA Computer College
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